Implementing our new distribution model across the RNLI

As you will have seen in previous updates, since the start of the year the RNLI has been trialing a new distribution model to bring significant improvements to delivery timings for our volunteers. The feedback from our volunteers over the past few years is that many would like to see more regular, timely deliveries. 

What has been happening? 

We have been running a trial with Parcelforce to understand whether moving to an external distribution provider could help us provide a better service. 

Phase one of the trial began in Scotland and saw excellent results, where service levels achieved a 96.07% success rate for Marine deliveries and 97.18% for Retail deliveries. 

This led to the expansion of the trial to the North & East and Wales, West & Isle of Man, where service levels achieved similarly high success rates, achieving a 95.01% for Marine deliveries and 98.25% for Retail deliveries. 

We have also seen significant progress in Northern Ireland and the Republic of Ireland where goods are now shipped to the regional base for local distribution in an efficient and timely manner. 

Previous concerns from volunteers and locations in the Republic of Ireland around customs duties have now been resolved: all goods will be delivered Delivery Duty Paid (DDP). This means the RNLI will handle customs clearance directly through an agreed process with Parcelforce, with no additional charges or paperwork required from the receiving volunteer or site. 

What’s next? 

The positive feedback and results from the trial mean the RNLI will now be implementing a standard distribution model across the UK and Ireland.   

This brings new partners, new efficiencies, and new responsibilities; while ensuring we continue to meet the needs of our stations, shops, and support centres across the UK and Ireland. 

For the regions not involved in the trial phase, an email has been sent to shop managers, branch managers and lifeboat operations managers to confirm that the details we hold for each location are correct. We need the support of regional teams and volunteer managers to ensure that we have the right data and information for all locations. 

An FAQ will also be shared, and volunteers will be invited to join regional drop-in sessions with Parcelforce. We’ll be seeking feedback through the drop-in sessions or through feedback forms, which will be shared directly with volunteers.  

In addition to the roll out of the distribution model, there will be further evolution in how we handle processes such as returns. We’re placing greater emphasis on regional ownership, empowering regions to manage returns proactively while supported by our central logistics team and 3PL partners. This will allow greater agility and a more efficient return of goods.  

Thank you to our warehouse staff and drivers 

As part of the transition to the new distribution model, you will be aware that we have been in consultation with our Driver team, who have delivered exceptional service over the years. We want to take a moment to thank them sincerely for their continued professionalism and dedication during this period of change.  Three of the team will be leaving the RNLI in the coming months following this consultation process.  We know you will join me in thanking them and wishing them the very best for the future. Other members of the team will continue to play a vital role, supporting the movement of heavy plant, bespoke assets, and lifeboat equipment.

Your feedback matters  

We understand that even though there has been success with the trial there were still some teething problems. Please be assured that our overall aim is to understand how we can improve the service for our volunteers, and our regional teams will be available to help and support with any questions or challenges.  

To ensure the success of the distribution model, we value your feedback on what works well and any challenges faced. Your input will help shape the future. 

• For retail sites and fundraising teams, support is available through the Volunteer Experience Team (8 am – 6 pm, Monday – Friday): [email protected]  

• For lifeboat stations and support centres, support is available via the Supply Chain Helpdesk (8 am – 4 pm, Monday – Friday): [email protected]  

Thank you for your continued support in helping us enhance our delivery processes and contribute to our mission of saving lives at sea.   

John Fitzpatrick

Procurement & Logistics Manager (Ireland)